Published: 17th February 2014

What's new in 6.1?

Color coding of Case items based on status. A new column 'Color Code' is added to Team Helpdesk Manager SP > Problems List > Statuses List. You can choose from one of the 20 colors supported by Outlook for color coding Outlook items (via Categories field of the Outlook item). To specify a color code for a status, double-click the corresponding second cell (color code column).

And then you need to enable the option 'Allow Color Coding of Case items based on the status of the case' from Team Helpdesk Manager SP > Automation Options > Other Information tab. So, when you set the status of the case or when the add-in does that automatically using the default status values set for various events, you will see that the categories column of the case item has color-coded status.

And if you preview the case or view it in the case form, you will also see the color bar in the header.


Two modes of archiving old, resolved cases supported:
a) Archive cases to a PST
b) Archive cases to another Shared mailbox or Public folder. This is the recommended way of archiving as it overcomes the limitation with using a PST data file (which is, PST file can't be accessed and opened simultaneously by more than one person in their Outlook even if the PST file is shared on a network folder). Further, with this technique, the archived cases are searchable from Team Helpdesk and could be included in Summary Reports and OLAP Statistics too. And when a reply to an archived case is received, Team Helpdesk would automatically add that email to that case and re-opens it (i.e., the case would be un-archived and moved to the Ongoing Cases automatically). Moreover, only on this option, you can enable the auto archiving feature where the Team Helpdesk Manager add-in would scan for old resolved cases and their emails for archiving. You can define the number of days old/resolved cases that are to be kept in the Team Helpdesk SP > Resolved Cases folder before they are moved to the archived folder.

In both options, emails associated with the cases are also archived. At any time, you can retrieve back the archived cases from the 'Retrieve archived cases/emails' (second) tab. You can either display all the archived cases or apply a filter search using keywords or by technicians or problems. And choose those particular cases that you want to retrieve back to the resolved cases (or re-open them to the Ongoing Cases folder).

Why is archiving important to Team Helpdesk SP?
Over time, as the number of cases and emails in Team Helpdesk folders build up, the size of the folders and mailbox increases too. And one pitfall with Outlook having folders/mailboxes with thousands of case items/emails is the sluggish performance you will perceive in its normal operation. For instance, if the resolved cases contains thousands of old cases, and assuming there are other thousands of associated emails in the Team Helpdesk History folders, when you try to open an existing case, it may take longer to load and show the form and the fields. This is because Team Helpdesk scans your resolved cases folder for those cases that are related to the opened case (in terms of the caller, asset or company). And this scanning process will take time if you have thousands of cases and emails in the Team Helpdesk folders. Therefore, archiving old cases (say older than 30 days) and their associated emails out of Team Helpdesk folders (i.e., to a PST or another mailbox or public folder) would greatly help reduce the the scanning/probing time thereby increasing responsiveness and performance of Outlook and Team Helpdesk.

Statistics for Time Spent - With this version, there are two parts of OLAP Statistics - a) Generic OLAP and b) Time Spent OLAP. Generic OLAP is the one you had been using so far, whereas the newly added Time Spent OLAP section allows managers to run statistics on time data added on cases by one or more technicians.

For instance, here is a screenshot of the OLAP for Time Spent by individual technician on case ID. Notice the case 4 which are common to 'Robert Gonzalez, AssistMyTeam Support and Christopher Columbus'.  These 3 technicians are assigned to case 4 and here, it is showing the number of minutes/time each technician had added on that particular case.


When your Team Helpdesk Email history folders contain thousands of emails, you will find that previewing or opening a case item takes a longer time, as the add-in tries to search for associated emails to the case from a larger subset of the emails. To enhance this loading of the forms, we have added 3 options under 'Team Helpdesk Manager SP > Case Options > Forms' tab.

Enabling these options would force Team Helpdesk add-in to skip probing for related emails for the case during the loading process and thus should decrease the time taken to show the form. And if you feel the need to see/access the related emails, just click the 'Show Emails' button to load the emails on demand.

Further, in 'Assets' and 'Related Cases' tabs, we have added filter for case types so as to limit subset of cases to search for.


Remember the 'Safe To Edit?' feature that was added in version 8? One drawback of it was that one have to click it to see if any other technicians have that particular opened in their Outlook (and making changes). In this update (version 8.2), the add-in would automatically display those technicians who have it opened in their Outlook along with the warning information to avoid making changes to the case (so as to prevent Exchange Conflict on that case item). Ideally when you encounter such message, you should not make changes to the case. And if you have to edit it, you need to close the case window and inform the other technicians (who have it opened) to close the case form (window) in their Outlook. And then re open the case item and edit it. This will make sure, you are loading the latest version of the case item.


Added the feature to force the technician to add their time spent data to the case if it was edited. You need to enable the option 'Prompt to add Time Spent when closing the case form window' available under Under Team Helpdesk Manager SP> Case Options > Forms tab.

Added the feature to set a KB article as 'private'. A check option 'Private' can be seen in the KB form.

Private KB articles can be set to not publish to the online KB module of Customer Web Service (CWS) site. Further, you can also set Team Helpdesk to hide the private KB articles from showing up in the 'Reply with a KB' dialog panel. You can control these options from 'Team Helpdesk Manager SP > Advanced Options > KB' tab.


New tab 'Related KB articles' added to the Case form. This section will show all the KB articles that are associated with the problem category/type information of the particular case. This provides the technician an easier way of finding a relevant KB article that has the solution/fix to the caller's issue. And when such a KB article is found, the technician can quickly email it to the caller (as inline content or as PDF or XPS attachments).


By default, when generating a case from an e-mail (through the 'Convert to Case' button), the allotment and technician notification e-mails are sent instantly. However, if your helpdesk workflow requires that the technicians add more information to the new case, like an attachment or caller address etc. before Team Helpdesk sends out the automated notifications, you can enable the option 'Allow technician to edit the newly generated case (from email) before sending the automated alerts' under Team Helpdesk Manager SP > Notification Options > Options tab. When this is enabled, Team Helpdesk would display the newly generated case instantly allowing the technician to alter/add information such as custom fields, attachments or assigning it to another technician, for example. When only when the technician clicks 'Save' button, Team Helpdesk will send out the notification to the caller/assigned technicians.

If you want the automated email alerts/notifications to the callers/technicians to inherit or carry forward the file attachments of the particular case, you can enable this option 'Include attachments from the case to automated notification email' under Team Helpdesk Manager SP > Notification Options > Options tab.

You can now schedule the due date of newly created generated case in hours as well as in days. In previous version, you were only able to set 1 days as the smallest duration instead of 1 hour.


Under Team Helpdesk Manager SP > Service Level Agreements pane, added support for setting the response time of SLA in minutes (as well as in Hours, Days or Weeks). You can down choose minutes starting from 5 mins to 30 mins or 45 mins etc, and when the particular SLA is enforced to a case, the due date of the case would be adjusted accordingly to that of the response time duration of the SLA.



Update of 18th March 2014 (v6.1.3.114):

Added secondary asset fields support in addition to the existing 5 predefined asset fields. You can now define any number of additional asset fields with different data types such as text, number, yes/no, note, date or currency under Team Helpdesk Manager SP > Asset Fields panel (Additional Fields, Additional Lists tabs).


If you open a case item, under Assets tab, you will find these new asset fields are available under 'Other fields' tab.

The new asset fields are available in Summary Reports and OLAP Statistics tool.

Added feature to define supervisors for the assigned technician so that when a SLA breach occurs, only these supervisors associated with that technician are notified. Under Team Helpdesk Manager SP > Service Levels panel > Supervisors tab, two options are provided:

a) Use Supervisors specific for each technician
b) Common Supervisors for all technicians

When option A is chosen, you can define the supervisors for each technician (in last column)

When option B is chosen (default setting), you can define one single list of supervisors common to all technicians under Team Helpdesk Manager SP > Service Level > Supervisors tab.


Added option to automatically change case status to an admin specified value when a technician is assigned to a case. Under Team Helpdesk Manager SP> Case Options > Default Values tab, Status of Newly Assigned Case.

When replying to emails related to cases to multiple recipients (in the CC field), Team Helpdesk may not process and update the associated case with the new response. This is fixed in this update/build.

More enhancement added to the scenario when Team Helpdesk does not process and update emails (related to existing cases) having multiple recipients.

Update of 17th February 2014 (v6.1.2.113):

Fixes to the bug where the Created date of the case is automatically set to the “modified” date after clicking 'Mark Complete'

Fixes to the bug when you create a new empty case, fill information and click 'Mark Complete', the status of the case didn't take the default value for 'Status of Resolved/Closed case' set under Team Helpdesk Manager SP > Case Options > Default Values tab.

Fixes to the bug where the placeholder variable 'SCO_TECHNICIANS' in the case assignment template still shows the original number of assigned technicians even after you had removed some of them earlier.

Fixes to the bug where the author field of the case changes when the case is modified.

This error report had been fixed:
Team Helpdesk Common Library: Version 6.0.1.XX
In Outlook version: 14 (x86)
At Line: 560
In Function: fTemplates.lstTemplates.Click
Exception Number: 5
Exception Description: Access is denied. (Exception from HRESULT: 0x80070005 (E_ACCESSDENIED))
OS:6.1.7601.65536 (Win32NT)
Module Version: Version


This error report had been fixed:
Team Helpdesk Common Library: Version 6.0.1.XX
In Outlook version: 14 (x86)
At Line: 220
In Function: GetDefaultAccountPath
Exception Number: -2147221219
Exception Description: Error in IMAPISession::OpenMsgStore: MAPI_E_FAILONEPROVIDER
ulVersion: 0
Error: Microsoft Exchange is not available. Either there are network problems or the Exchange server is down for maintenance.
Component: Microsoft Exchange Information Store
ulLowLevelError: 2147746069
ulContext: 1318
OS:6.1.7601.65536 (Win32NT)
Module Version: Version


This error report had been fixed:
Team Helpdesk Common Library: Version 6.0.1.XX
In Outlook version: 14 (x86)
At Line: 30
In Function: WebAccess.GetTagValueFromXMLDocument
Exception Number: 91
Exception Description: Object reference not set to an instance of an object.
OS:6.1.7601.65536 (Win32NT)
Module Version: Version

This error report had been fixed:
Team Helpdesk Common Library: Version 6.0.1.XX
In Outlook version: 14 (x86)
At Line: 270
In Function: WebAccess.GetCasesListXML
Exception Number: 13
Exception Description: Conversion from type 'DBNull' to type 'String' is not valid.
OS:6.1.7601.65536 (Win32NT)
Module Version: Version